Outlook + JPG + SEP11 = fail
Hi,
This is my problem:
I have a Dell E6400 Laptop with Dell Image on it.
I set up my Microsoft Outlook. Here I have an email with an jpg file attached. The size off the file is 635kB.
I can open and view this file now. I can also save it to my computer and then open it, but when I save it, it says that it is only 572kB (disk usage 576kB).
When I install SEP11 it still says it is 635kB in outlook. But now I can no longer view the jpg file. If I now save the file to my computer, the file size is still 635kB. I can not open it after I have saved it either.
If I try to open the last saved file (the one where I had SEP11 installed) on another computer, I can not view it there either.
The version off SEP11 I run are 11.0.3001.2224.
It looks like if I upgrade from SEP 11.0.2020.56 to 11.0.3001.2224 I can read the file but not if I do a clean install off version 3001.2224.
If I disable the outlook scanner everything works as it should.
Does anyone have a clue on how to fix this?
brian
I am experiencing the exact same thing with SEP 11.0.4. I have opened a case with Symantec today.
Anyone else experiencing this?
What version of Outlook are you running?
Outlook 2007 (12.0.6300.5000) SP1 MSO
Ready for the most pathetic response from Symantec Support?
---
Hello Eric,
My Name is Martin and I am assigned with this Case.
This issue can appear if (Antivirus Email Protection), (POP3/SMTP Scanner), and (Microsoft Outlook Scanner) tools are activated.
Email tools will need to be turned off in the computers that are experiencing the issue. The Email tools can be turned off either via (Add/Remove) programs, clicking on Change -> Modify -> Email protection and than on "This Feature will not be available", or creating a new install packet without Email Tools, and deploying.
Creating custom Client Installation packages in the Symantec Endpoint Protection Manager Console
http://service1.symantec.com/SUPPORT/ent-security.nsf/docid/2007110513361348
When you are creating a new install packet please make sure to choose to remove all previous logs and policies
I hope you will be helped and I ask you to state whether the problem could be resolved.
Sincerely,
Martin Schwarz
Technical Support Engineer
Enterprise Technical Support EMEA
Symantec Corporation
www.symantec.com
Translation:
This problem is caused by our software. Please disable our software to fix the problem.
(am I correct in this interpretation?)
lol...
Please tell me I misread something.........
Is this maybe a troubleshooting step to verify that component of the client is causing the issue?
Or is the dude really saying "Just disable our software so we can close this case"..??
I hear all these horror stories about Symantec support, and I have lived through a few of them, but this one is pretty classic if it is intended in the way we are all interpreting it....
have you tried MR4 MP1 on the client at all? I note there were some outlook related fixes in there.
I don't like the reply from support either, can you give me your case ID so I can follow up please? If this is an initial troubleshooting step, thats fine, but if that is being given as a solution then I want to follow up.
Have you replied yet saying "but I want it enabled?"
Paul Murgatroyd
Principal Regional Product Manager, Enterprise Security Group, Symantec
Endpoint twitter feed: http://twitter.com/symc_endpoint
Possible Solution to Outlook/JPG Issue.
How are you deploying the client? Is this a stand alone deployment or a managed client. If it is a managed client, you may want to create a managed profile that has a security risk exception for the file types of .jpg. You could then deploy this without having to touch each users machine.
Otherwise, open the Symantec Endpoint GUI. Click on the Change Settings button on the left hand side of the screen. Go to Centralized Exceptions. Click Add and choose Security Risk Exceptions. Choose Extensions and add jpg as a security risk exception.
Previously saved files that were experiencing this issue still will not open unless you re-open them from the e-mail and then save them again, but this will allow jpg's to come through the Outlook client and be opened from the user machine. Granted, it leaves the jpg file type open for a virus to piggy back into the system on, it does allow you to continue to run the Symantec mail and network scanning and pick up on the real virus threats that are embedded in documents, scripts, batch files and other various forms.
Worked for me. Should work for you as well.
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